Customer Service Life

JANUARY 15, 2019

They believe that quality assurance is about coaching agents and making continuous improvement over time and that supersedes a score. Any seasoned coach has seen the look in an agent’s eye when they’re handed a quality review and they go straight to the score. Where does quality calibration come into play?

Calibration 77

Calibration Quality calibration Coaching Contact Center 77

Customer Service Life

JUNE 17, 2019

Quantity of quality monitors completed against our goal for a time period. Performance on individual objectives on the form to provide targeted coaching and training for the areas where teams and individual agents struggle most. Calibrate with all scorers. Permissions and access.

Calibration 64

Calibration Quality calibration Contact Center Gamification 64

Robert Davis

APRIL 5, 2018

Telesales agents trained in conversational sales techniques provide a meaningful emotional connection that not only increases conversion rates and customer satisfaction, but customer loyalty as well. Combine this with competitive compensation and incentives tied into quality scores and performance, and you have a winning formula.

Telemarketing 48

Telemarketing Outbound sales outsourcing Quality calibration 48

Robert C. Davis and Associates

APRIL 5, 2018

Telesales agents trained in conversational sales techniques provide a meaningful emotional connection that not only increases conversion rates and customer satisfaction, but customer loyalty as well. Combine this with competitive compensation and incentives tied into quality scores and performance, and you have a winning formula.

Telemarketing 40

Telemarketing Outbound sales outsourcing Quality calibration 40